At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

U.S. Bank is seeking an effective Help Desk Manager with help desk and supervisory experience to contribute toward the success of our technology initiatives. Leads the day-to-day operation and help desk staff. Develops and schedules appropriate level of support. Provides management guidance by directing, motivating, and developing staff. Encourages the maximization of individual contribution, professional growth, and the ability to function effectively within a team. Works with clients to determine help desk requirements; negotiates service level agreements. Monitors client requests to identify systematic patterns, which may require adjustment to policies and procedures. Develops, implements, and maintains policies and procedures for client problems and resolutions. Directs the design, implementation, and operation of technology or systems for help desk function. Supervises operational effectiveness during changing call volumes. Manages inbound workflow through understanding and acceptance of multiple access channels. Ensures factors affecting service level attainment are understood and implemented. Performs interviews for agent positions. Provides assistance with regard to agent goals, training, development, operational standards, and policies/procedures. Ensures development plans, key performance indicators, and objectives are in place for all staff.

Basic Qualifications
- Bachelor's degree or equivalent work experience
- At least 7 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
- At least 3 years experience with management approaches, tools, and techniques for gaining the cooperation and support of others
- At least 4 years experience with providing effective and efficient real-time support for a variety of desk-top technology users

Preferred Skills/Experience
ITIL Service Management Foundation certification
Working experience in:
-IT service level agreements
-IT service management (ITSM)
-Training process management
-Product and vendor evaluation
-IT environment
-Information security management

Extensive experience in:
-Help desk
-IT incident management
-Technical troubleshooting
-IT standards, procedures, policy

The Risk Technology Services (RTS) Application Support Analyst provides operational support for the organization’s enterprise governance, risk and compliance programs (Archer) as well as support for various Credit applications.  The right candidate will be a self-driven, detail-oriented individual who enjoys analyzing/solving issues and providing an excellent customer user experience.

Job duties and responsibilities include:

• Fielding requests from multiple corporate risk programs and business line users

• Monitoring data feeds

• Setting up and executing high visibility certification campaigns

• Archer attestations

• Modifying existing processes to correct chronic errors, enhance or improve performance

• Providing ongoing support for multiple processes and applications

• Performing other projects or miscellaneous duties, as requested or assigned

Qualified candidates will exemplify the following:

• Bachelor’s degree or equivalent work experience

• Strong analytical, critical thinking and problem-solving skills (including root cause analysis and identification)

• Ability to manage and prioritize multiple tasks simultaneously

• Self-motivated, quick learner, takes initiative

• Ability to work independently and as a team

• Excellent verbal and written communication skills

• Experience with Archer a plus

• Experience with SQL and ServiceNow a plus

• Proficient with Microsoft O365 applications (Excel, SharePoint, Teams, Word, Viva Engage, etc.)

• Advanced experience with Microsoft Excel a plus

• Previous application support a plus (i.e., customer relationship management software)

This role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days. 

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.  

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $90,100.00 - $106,000.00 - $116,600.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.